We believe that one of the keys to success is our willingness to listen to the customers and implement various actions for continuous improvement. To do that, Macao Water established the Customer Liaison Group in March 2000, as an effective means to communicate with our customers, the medias and the Government.
The Customer Liaison Group (2005-2007) is composed of 19 representatives from diversified industries, associations, Consumer Council, and the management of Macao Water. The Company together with the chairman and two vice chairmen, will coordinate and host regular meetings three times a year. (Approximately once every four months.)
In addition, the Government Delegate of Macao Water is also invited as a special guest for all meetings and events.
It is very encouraging for our Company that since the establishment of the Customer Liaison Group, all members have been actively involved not only by participating the meeting but also by contributing their valuable time to collect constructive opinions from their associations and the public. Below is a list of new policies implemented by Macao Water in the past several years, which have resulted from fruitful discussions with the members of the Customer Liaison Group.
| January 2001: |
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Bimonthly Billing Policy |
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Elderly In Need Water Subsidy Program |
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| June 2001: |
Autopay Refund Program |
| March 2002: |
Simplified Procedure of Guarantee Deposit Refund |
| March 2003: |
| - |
A 20% decrease in Minimum Charge |
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Waiving of Principal Meter Rental Fee |
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| April 2003: |
The New Meter Installation Policy for New Buildings (developers are not required to install sub-meters for all individual flats of any newly constructed high-rise and low-rise buildings) |
| December 2004: |
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Waiving of Service Fee for Water Supply Disconnection |
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The charge for new service connection is based on each meter measured instead of a minimum charge of three meters |
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| May 2005: |
“Water for All” An extension of the existing subsidy program aiming at people or families who are receiving welfare from the Social Welfare Bureau (IASM) as single-parent families, or for medical assistance or disabilities. |
| July 2006: |
Macao Water co-organized a workshop “Experience Exchange Forum of Plumbing Works” with the Macau Construction & Civil Association, the Macau Construction Association and the Plumber & Electrician Association aiming to upgrade the standard of local plumbers. Macao Water will continue working with these three associations to provide the guideline of standard plumbing works. |
In addition, Macao Water also invites the CLG members to visit neighboring water companies or departments and related enterprises to look at their operations, in order to allow the members to gain a more in-depth understanding in water business. In December 2006, CLG members and other local representatives from different associations including the media visited Pinggang before the completion of the project, which is aimed at reducing salinity levels in the water. The CLG members and the media had a chance to witness the progress of the work, and to hear from the General Manager of Zhuhai Water explaining how Pinggang can help to resolve the salinity issue and what other different actions are being done by related parties to improve salinity levels.
